Udit Bakhshi
Gurgaon
Summary
Dynamic Results-Driven Manager with extensive experience leading diverse teams and managing complex projects. Expertise in strategic planning and operational improvement drives efficiency and productivity, consistently upholding high-quality standards. Recognized for implementing innovative solutions that foster significant organizational advancements. Dedicated to cultivating collaborative environments that enhance team performance and overall success.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Manager, Customer Success
Applyboard
Gurgaon
04.2022 - Current
- Lead operations and customer support vertical for four Shopify stores offering multiple educational testing products, serving 50+ countries across multiple continents.
- Prepared cost estimates for projects of varying sizes. Collaborated closely with senior management on long-term strategic planning initiatives. Achieved cost savings by developing functional solutions to operational problems, such as high inventory costs and slow-moving products.
- Negotiated contracts with vendors to secure favorable terms and pricing. Reduced transaction costs by 98% and automated the payment collection process. Introduced local payment options in 50+ countries.
- Implemented customer feedback loops to gather insights and improve products and services. Analyzed customer data to identify trends, issues, and opportunities for improvement, to make informed business decisions.
- Developed plans and strategies to grow the business and achieve company portfolio goals. Created and implemented customer loyalty programs and monthly sales campaigns to reward and retain top clients
- Identified areas where current processes and/or products are not meeting expectations, or could be improved upon, and worked with Product teams to build new features, like 'Shop,' a secure, login-free method for customers to transact.
- Lead marketing initiatives to create content that educates customers about our services, including organizing webinars and representing the company during events and fairs, improving engagement rates by 30%.
Lead, Customer Support
Airbnb
Gurgaon
05.2017 - 04.2022
- Lead the escalations team representing the CEO's office, resolving important, high-value, time-sensitive, and escalated cases, ensuring a win-win solution.
- Evaluated overall effectiveness of existing customer service policies and procedures and recommended changes as necessary.
- Reviewed customer feedback and complaints to identify areas of improvement in customer service processes.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
Assistant
The Oberoi Group
Multiple
06.2011 - 08.2015
- Managed room allocations and bookings, optimizing occupancy and revenue.
- Coached staff on strategies to enhance performance and improve customer relations.
- Handled guest complaints and issues, ensuring swift resolutions to maintain satisfaction.
- Conducted regular inspections of facilities to identify potential problems or areas for improvement.
Education
MBA - Luxury Hospitality And Event Management
Inseec Business School
France09-2016
Diploma - Hospitality Management
The Oberoi Center of Learning And Development
India06-2014
Bachelor of Arts - Tourism Studies
IGNOU
India06-2014
High School Diploma -
Gyan Bharati School
India04-2011
Skills
- Strategic planning
- Marketing
- Operations management
- Cross-functional team management
- Risk management
- Vendor management
- Negotiation
- Complex Problem-solving
- Project management
- Product management
- Inventory management
- Change management
Affiliations
- traveling
- music festivals, events
- hiking, racquet sports
Accomplishments
- Rewards and Recognitions
- Top 20% Talent at AB
- Employee of the month
- Quarter Superstars
Certification
- Go To Market Strategies
- Ecommerce fundamentals
- Process Improvement
- Root Cause Analysis
- Business Analysis
- Interaction Design: Dashboards and Visualization
- Balanced Scorecards and KPIs
Languages
Hindi
First Language
English
Proficient (C2)
C2
References
References available upon request.
Timeline
Manager, Customer Success
Applyboard
04.2022 - Current
Lead, Customer Support
Airbnb
05.2017 - 04.2022
Assistant
The Oberoi Group
06.2011 - 08.2015
- Go To Market Strategies
- Ecommerce fundamentals
- Process Improvement
- Root Cause Analysis
- Business Analysis
- Interaction Design: Dashboards and Visualization
- Balanced Scorecards and KPIs
MBA - Luxury Hospitality And Event Management
Inseec Business School
Diploma - Hospitality Management
The Oberoi Center of Learning And Development
Bachelor of Arts - Tourism Studies
IGNOU
High School Diploma -
Gyan Bharati School
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